Frequently asked questions
Do you sell pets?
This is a great question. You might assume that a pet shop must sell pets but at Whiskers N Paws we would much rather encourage adoption through one of the rescue charities that we support or though any of the wonderful rescues and shelters in HK.
Can I track my order?
Yes, you can track the status your order by logging into the "My Order" section of our online store. Just click on your order history and you will be able to see which stage your delivery is at.
Can I cancel or exchange my order?
All returns must take place within 30 days of purchase. Please take a look at our Returns and Exchange Policy for more details
Can I request for contactless delivery?
I don't have a credit card, do you accept cash on delivery?
We're very sorry, but we can't accept COD. We have tried it before and it didn't work because some people forgot to leave money for our drivers, which meant subsequent deliveries were delivered late. We don't want your cat or dog to go hungry while waiting for their dinner because of one forgetful person!
What is your best dog food advice?
Like children, every pet is different. While there are no strict rules for what you should feed your pet, we have taken the hard work out of the process for you and selected the best food available on the market. Our staff are well trained to give you tips on food selection based on your pet's needs, so please come into our store with your pet to speak to one of our team members or visit our dog food collection. We'd be happy to offer some free samples so that you can see what works best for your pet, and he/she can embark on a healthier journey.
What is the best size for my dog?
Every breed is different and even within the same breed, there are lots of variations. The best way to make sure that you are purchasing the right fit is to come in to our store with your pet to try the product on. We love seeing our four legged customers, and we're sure they will love to stop by for an animal friendly outing.
Do you offer bank transfer payments?
As our goal is to make things as efficient for you and your pet as possible, unfortunately we are unable to provide bank transfer payment at the moment because it is simply not very efficient.
Do you ship overseas?
Not at the moment. However, if you are looking to purchase products wholesale and require shipment to a freight forwarder in Hong Kong, please contact us at firstname.lastname@example.org discuss.
Do you deliver after 6pm?
We always try our best to accommodate time requests when using our own delivery team and when using courier services that we have great working relationships with. However, there will be times when we are unable to do so due to the particular delivery route being used on that day - and we all know what Hong Kong traffic can be like! Our goal is to find the most efficient delivery route so that we are also saving our planet by reducing the carbon emissions produced from our delivery trucks.
Do I have to be home to receive the delivery?
No, you do not have to be home to receive the delivery if there is someone like a doorman who can collect your delivery for you. Please remember though that we are not responsible for any missing or damaged goods after they have been left at your premises.